Junior Customer Assist Officer (Hardship & Early Arrears)

ABOUT ORDE FINANCIAL

ORDE is a rapidly growing non-bank residential and commercial mortgage lending business committed to elevating Australian specialist lending standards. We provide comprehensive product solutions and deliver leading service levels, leveraging digital capabilities and deep industry experience.

We are passionate (and a bit obsessed…) about being disruptive and pushing hard to improve the experience and results for mortgage brokers. Our purpose “Built for Brokers” is clear and simple and define our entire strategy (delivering better experiences, more value and opportunity, anticipating more needs and communicating more solutions, for brokers and their customers).

ABOUT THE ROLE

We are looking for a Junior Customer Assist Officer who is passionate about supporting customers through financial difficulty and proactive in managing early-stage arrears. You will play a vital role in delivering empathetic, compliant, and effective assistance while helping customers navigate challenging circumstances.

Your key responsibilities will include:

• Identify and manage early‑stage arrears, ensuring timely follow‑up and effective resolution.
• Respond promptly and empathetically to hardship and arrears enquiries across multiple communication channels.
• Assess customer circumstances and determine appropriate hardship solutions in line with regulatory and internal guidelines.
• Negotiate sustainable repayment arrangements with customers, including in complex or adverse situations.
• Process and document hardship applications accurately and within required timeframes.
• Monitor accounts under hardship or arrears arrangements and manage dishonoured payments with sensitivity and professionalism.
• Liaise with brokers, solicitors, and internal teams to support customers through financial difficulty and recovery.
• Issue legal and arrears‑related notices in accordance with legislation and internal procedures.
• Identify risks or concerns and escalate them appropriately to support risk mitigation.
• Ensure compliance with the Debt Collection Guidelines, NCCP Act, and internal arrears management policies.
• Assist in resolving customer complaints by providing suitable solutions within required timeframes.
• Contribute to continuous improvement initiatives to enhance hardship and arrears processes and customer outcomes.
• Demonstrate ORDE’s Flexible, Fair and Forthright approach in all customer interactions and decisions.

Why would we choose you?

• You are an empathetic communicator with strong verbal and written skills.
• You have strong organisational skills and are comfortable with prioritising tasks and meeting deadlines.
• You thrive in a fast-paced environment while maintaining a high level of attention to detail and accuracy.
• You are confident in navigating sensitive conversations and achieving positive outcomes.
• You are organised, detail-oriented, and thrive in a fast-paced environment.
• You build strong relationships with internal and external stakeholders.
• You understand the regulatory landscape and apply it with care and precision.

Why would you choose us?

• We are a fast-growing successful company.
• We think it’s exciting to be part of a team which is building something which will make a difference.
• We are focused, disruptive, think outside of the box and will encourage you to try new things.
• We really care about our people and want them to have the best experience of their career.
• We guarantee fun, a challenge, learning and growth!
• We embrace being challenged through diversity of thoughts.
• We have a highly collaborative culture and provide an inclusive, enjoyable office experience for all staff.
• We are Melbourne based and think being in the office all together is important and we think working from home is too: three days in the office (Mon-Tues-Thurs), two days at home.
• We remunerate well and reward high performance.

Join Us:

We are dedicated to investing in our team, offering competitive remuneration benefits, and fostering a high-quality employment culture that values your ability to deliver and contribute.

Our team members are driven by the pursuit of a challenging and successful career in an outstanding business with a passionate, high-performance team culture.

If this resonates with you, please submit your CV to jchin@orde.com.au. Privacy and confidentiality can be assured.